Nano Dimension (ND) is an exciting and growing global technology company. ND makes the only multilayer 3D printing circuit board machine in the world. The equipment we build will revolutionize the electronics industry for speed, cost, form factor, and sustainability. We are on a mission to change the world by enabling new manufacturing technologies.
We are looking for an Americas Customer Success Director to join our team in our new office located Waltham, MA. The Success organization is focused on delivering value to and consistently delighting our customers, driving ND's business growth. As the Americas Customer Success Director, you will be directly leading the Customer Care and the Customer Success Managers in North and South America. You will report to the VP Global Customer Success.
To be successful in this role you need to be experienced with multidisciplinary capital equipment while having:
Strong technical foundation with the ability to form excellent customer relationships. Proven leadership experience to develop and nature field technical and Customer Success teams. The ability to create a cross team efforts to drive operational excellence and post-sales business growth.
Responsibilities:
Manages regional Customer Success Activities from onboarding, learning, Care/Support, Customer Success Management (CSM), Contracts Renewals, supplies and Up-selling [with the sales teams]. Lead Customer Care team responsible for field technical activities i.e. Installations, customers issues resolutions remotely and on-site, customer training, upgrades delivery and similar. Lead Customer Success Manager [CSM] team responsible for ensuring positive customer relationship and business outcomes. Focus on customer intimacy to deliver business impact and innovation to a customer's business by understanding our customer key business issues and opportunities. Provide teams with guidance and as needed, serves as an escalation point for managers and team leaders on how to resolve satisfaction issues. Appropriately coordinate internal resources and/or seek necessary approvals. Responsible for ongoing Net Promoter Score [NPS], Operational excellence and machines utilization improvement initiatives, KPI's measurement and reporting. Manage and achieve key business metrics including revenue and expenses. Develop staffing plans and hiring of new team members as needed, including forecasting, and determining future needs. Build up and maintain excellent team spirit, skills, and motivation within the current and future organization to secure high employees retention rate. Work with the Global Technical Group through the Beta phases and ensure New Product Readiness. Work closely with sales to develop and execute growth plans and strategies to drives machines sales and customer success.
Requirements:
7+ years of work experience in a leadership position, in Customer Success/Service/Care roles regional roles. Experienced in customer-facing interactions. Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work. Ability to analyze and breakdown complex situations, develop action plans and lead cross functional team to key objectives Excellent project management and interpersonal skills Analytical and negotiation skill, particularly at executive levels Motivated, hands-on, self-starter with an excellent work ethic and high level of integrity B.Sc. in Engineering [electrical - is a plus]. M.B.A is a plus. Relocation to Boston area [company paid] US Citizen. Working with DoD entities is a plus. Ability to travel as required (at least 30%)